Milton Steps Up Again!

On Friday, about 6 p.m., I received a call from a neighbor who reported that she was quite ill and wondered if I might be able to take her to Urgent Care the next day (Saturday).

After asking her a few questions, I told her I would research UC hours and call her with a time.

As an aside, I have known this most interesting woman most of my Milton life. She is highly educated, extremely intelligent, served in the Peace Corps, served on the Milton Common Council, was well-travelled, and loved camping, canoeing, hiking, and x-country skiing. She is definitely an individual and a “character” in my neighborhood. She has lived alone in her house for many years. Her adult children live considerable distance away in other parts of the country. Essentially, by circumstance and by choice she has become quite reclusive. This is not meant to be judgmental in any manner. Rather, it is meant to “set the stage” as it were.

So, returning to her phone call – I immediately called Mercy North Urgent Care and determined they were open until 9 p.m. that night. I felt it far better for my friend to obtain medical attention sooner rather than later. I called her back and strongly suggested that I take her immediately rather than waiting until the next day. She agreed and said she could be ready in 15 minutes. I picked her up and we were off.

She was checked-in and taken to an exam room nearly immediately which gave me a chance to notify her family. It was about 9 p.m. when she was released having been diagnosed with Covid. No surprise here based on her recent trip to the twin cities where she attended several public sporting events in support of her grandsons. An Rx for Paxlovid had been called-in to the Walmart Pharmacy – literally next door to Mercy North.

I was hopeful that we could pick up the Rx on the way home to Milton, but it was after Walmart’s 9 p.m. closing time. So, no meds until morning.

I took her home and got her settled. I gave her the phone number of the Walmart Pharmacy and told her that she needed to call them when they opened at 9 a.m. Saturday morning to give me permission to pick up the Rx for her. She understood and replied that she would do thatOn Saturday morning she called me soon after 9 and told me that Walmart would not have any Paxlovid available for several days. I replied that she needed to start this med ASAP so we would need to seek another option. I told her I would take care of this.

I assumed it would mean going to Mercy North (I find it more effective to do these types of things in person rather than by phone) to speak with the prescribing doctor to have him call the Rx to another pharmacy.

Here’s where Milton Magic begins. Before traveling to Mercy North, I thought I thought it wise to see if the Mercy Milton Pharmacy had Paxlovid available. Many of you know Sr. Pharmacist there, Rick Mullen. He is a long-term, well-respected friend and pharmacist. Many of you know him in that respect and for his service to our phenomenal school district as a member of the Board of Education. I called Rick to explain this dilemma and asked if he knew if Mercy Milton had Paxlovid available. He replied that he wasn’t sure but thought it likely that they did. He suggested I call the pharmacy, explain the situation, and they would take care of the Rx transfer and the entire shebang. Who knew?

I drove immediately to the pharmacy and explained the “whole bit.”  Pharm Tech, Marcia replied that, yes, they had Paxlovid, and they would begin the process of the transfer immediately. I sat down to wait and listened as Marcia and Pharmacist Karen made their necessary calls and computer connections. It was amazing! In a very efficient time frame the entire issue was resolved and they proceeded to fill the Rx. One phone call on my part to Rick!

However, it wasn’t quite done. Marcia and Karen need to ask some questions about my friend’s insurance. Of course, I knew little about it but with some demographic info from me they were able to pull what they needed from the existing computer records. Again, this was an investment of time and energy on their part.

The next result was both good and bad. The Rx was filled but because it was early in the year the co-pay/deductible was going to be $700. I took a deep breath and immediately called my friend’s son. He provided his credit card number so the process could move forward.

While I was doing that, I heard Marcia and Karen discussing the possibility of some sort of coupon for Paxlovid. They weren’t sure but were both actively researching the possibility. Their first effort produced nothing, but they wouldn’t give up. After more calls and computer work Marcia exclaimed, “I’ve got it!” - a coupon eliminating the $700 co-pay/deductible. I was absolutely amazed at this near miracle.

As I reflected, I was so warmed and gratified. I had a major challenge on my hands. One phone call to Rick, and then a short drive to the Mercy Miton Pharmacy and the entire issue was completely and very satisfactorily resolved. This process did take a couple of hours but what amazing results.

I do have to admit that Rick, Marcia, and Karen DID NOT meet my expectations. THEY FAR EXCEEDED THEM! What caring, what incredible application of their expertise. It is clear they believe in and live the mission and vision of their organization – Mercy Health. 

·         Continually find ways to make life better with the utmost care and professionalism

·         Strive to improve the community good with special concern for those most in need.

·         Healing in the broadest sense.

·         Patients come first.

·         Always seek excellence.

So, what lessons are there here for all of us? A myriad of them I believe. Many of us would agree that our world is in disarray. It seems challenging to know how to address this / to make this better. But look at the absolute power we have to “do good” right here on our own streets, in our own neighborhoods. However you must be intentional as you can’t find that for which you are not looking.

Love your neighbor, embrace your neighborhood. Give someone a call or a text. Send a note or a card. Provide a ride, perhaps run an errand >> simply put your caring into action.

Communities are built like legos, one brick at a time. There is no “hack.”  It’s the layering of contacts, conversations, relationships, and investment in noticing and caring.

Mercy Milton Pharmacy is a classic example of why I believe in doing business locally. I could give you countless other examples, but I have rambled on long enough.

I urge you to be intentional in your caring. Do what you can where you can. It may well be within 50 feet of your house.

Thank you, Rick, Marcia, and Karen, for showing us the way.

After all, WE ARE MILTON

#WAM

 

Catalyst Creates Kerfuffle - Milton, Per Usual, Steps Up!

Back in December, I enjoyed performing in Creative Outlets production of “A Christmas Carol” at the Milton House. This was my fourth year with this troupe and was, by far, the coldest. The early December cold snap landed on all of us with a vengeance. So, you ask, “What’s the big deal? It was December and we live in Wisconsin.” So true, but the temps were particularly bitter. My point?

Just this. As those who have attended this special Milton production of Dickens’ magnificent work know, some of the scenes are staged in the Milton House proper, some in the stable, and some outside. This makes this Milton House show particularly special. However, the incredibly low temps posed significant challenges for audience and actors’ comfort in the stable and outside scenes.

We stave off the cold in the stable – a totally unheated historic building – with several patio heaters. A responsibility I have assumed is to ensure that we have enough propane supply to keep the heaters going during rehearsals and performances. In prior years this was relatively easy but not so this year.

During the day on December 12 as I was stocking shelves (feeding Milton as I like to call it) at “The Pig”. I realized that, with the brutal temps, we did not have enough propane tanks to keep ahead of our need for the evening performance. Certainly, a problem to be solved but, in my mind, I turned it into a major kerfuffle. Oh, what to do?

As soon as my shift was completed, I checked in at Hometown Ace and sought advice from supremely customer service-oriented Paul. As always, he provided great information (as do my other go-to people there clearly making Ace the “Place” for my hardware challenged orientation). However, there was not a solution quickly at hand there. I let this greatly exacerbate my already established kerfuffle. Paul, true to form, but almost in passing, did provide the solution. He asked, “What about trying to borrow some tanks? Duh! I had myself all worked up (I was under a tight deadline) and totally forgot the very heart and nature of this community I love so dearly.

The solution > three texts, three quickly returned phone calls, and I had eight propane tanks at my disposal which I was able to gather within thirty minutes. My self-manufactured kerfuffle was solved.

Why should I have not realized right from the start that Milton could and would serve me? Many thanks to Paul – demonstrating once again that Ace is the Place whether for product or advice. Many thanks also to neighbor Jim Lyke and to sons-in-law Tom Murphy and Leif Sykora.

Kindness abounds in our community and certainly showered me that day. After all WE ARE MILTON!

 

The Bike Whisperer

Have you ever encountered a situation so wonderful that it nearly stops time? One that creates a story that, simply, begs to be told because it portrays such kindness and goodness that you fill to bursting with the need to share it? I have and it has become a sentinel event in my life. An event on which I have reflected much and discovered a great deal about how to live and create a positive impact.

So, you might be saying, get on with it. You can’t lay something like that out there and then withhold information. It is not right! Alas, I can and must withhold this story because I know in my bones that to share it publicly, however well-deserved, would taint the entire idea. I will get the story out of my head and heart and commit it to paper. I need to do this for myself, but I will not publish it until an appropriate time which may be years from now. I will not be the destroyer of the magic. I will share it with the creator of this magic, because he needs to know the magic he created for my grandsons, TJ and Emmit, for their mother – my daughter Nicole and, thus, for me. And he needs to know how appreciative we are and how special we feel to be the recipients of this magic.

I don’t remember the year I first met the man, as several years have now gone by and I didn’t mark the occasion at the time. I do remember that Tom and Nicole, along with TJ and Emmit, had visited a bike shop in Whitewater. Later, Nicole asked if I knew of this shop or had ever done business there. She added that I should check it out. So, when I next needed a bike shop, I checked it out. I met the owner and his wife, and I clearly knew what Nicole meant. Seldom have I visited another bike shop since then.

Initially, I had no clue about the extent of this man’s biking knowledge. As we interacted over time, I was able to make sense of the pieces. As time elapsed, he helped me select bikes and equipment for my four grandsons. I realized quickly that he has likely forgotten more about bikes than I will ever know.  When my own bike needed serious attention, he advised that he could fix it, but I might want to weigh the cost of repair against the cost of a new bike. I got the scale out and, indeed, heeded his advice about the great new bike he helped me select. It turned out to be the perfect machine for me at my age, weight, fitness, weight, and biking habits. Double Shot and I bonded immediately, and I have never looked back.

The boys all looked forward to visiting his shop. They drew pictures and brought them to the shop. If I’m not mistaken, at least one of those pictures still hangs on the wall. High points of being a grandfather have been watching these cherished young men – the looks on their faces - as they grew into new bikes that I was blest to be able to help them buy – all with this man’s trusted knowledge and advice.

I loved conducting business with him, becoming acquainted, and learning. In my Corporate Human Resources career, I often had the opportunity and responsibility for teaching customer service and carrying the torch for upholding customer service values. Thus, I am an active observer of this body of knowledge whenever I am out and about. I admired the way this man interacted with me and his other customers. I was pleased and impressed when he became the purveyor of great coffee drinks. We discussed this a bit, and he explained how he had visited places where they served coffee drinks just to observe what customers wanted and were ordering, and how these places were being managed and operated. Discovering “best practices” as it were. I found this impressive. Not only is this guy a phenomenal bike man, but he is also a great barista

If I were to create a list of his demonstrated qualities I have observed over the years, it would go like this – competent / professional / no nonsense / customer driven / not easily impressed / sense of give-back. I have come to refer to him as “the bike whisperer”. My reflections on the concept of a “whisperer” are that it is not easily attainable and encompasses an entire gamut of values and skills. It is a label that I use very discriminately. All of this is part of the magic referred to earlier.

One of this man’s many skills is that he is a consummate custom bike builder. That’s a never-never land for me but I understand and admire it. I know a couple of bikers who have the passion and the resources to go there. Imagine my surprise early one day last spring, as Covid -19 was upon us, when he asked me into the shop as he had something to show me. I wondered about this as, generally, customers remained outside the shop at this time. He went behind his line-up of used bikes and came out wheeling and absolutely gorgeous, small, custom-made road bike. He asked if I knew anyone who might be able to use it for the summer or until they outgrew it. It looked about perfectly sized for Emmit and TJ so I immediately replied, “Yes, I do know two boys who would be ecstatic to use this bike”. He then explained the background of the bike, how he had crafted it for a nephew many years ago, and how he now lent it out to those who might appreciate it and take care of it. He reviewed the caveats of being selected – how to care for the bike, where to ride it, how to love it, and the expectation that it be returned at the end of the season or when outgrown.

What a gift! What a gesture! This man saw an opportunity and took it. He became a giver of happiness, a giver of wonder, a giver of smiles. Some of the “stuff” of a whisperer? Yes, I think so. I say “became “a giver, but that is not accurate as I’m sure my grandsons were not the first to experience this gift.

I couldn’t wait to arrive home with the bike and get the boys to my house so I could show them this wonder. What fun! Sample comments from Emmit & TJ were, “It’s fast – I can keep up with mom.” “It was a bit tricky learning the handlebars and shifting at first.” “I was able to do a 25-mile ride with mom for the J-Hawks.” “It is so light.”

Well, my grandboys have now outgrown this amazing bike and it’s time for me to return it to the bike whisperer with such grateful feelings for a season of joy he gave to them and for some powerful life lessons he gave to me.

 By now you know that this is not the end of this story. I don’t know what the next chapter will be, but I do confidently there will be a next chapter and more after that because I know, and now you know, the character of this man.

My favorite American author is Wallace Stegner. These words from his piece, “Everything Potent Is Dangerous”, speak to what I see in the bike whisperer.

 “But I believe as well in a whole catalog of Christian and classical virtues: in kindness and generosity, in steadfastness and courage and much else. I believe further that good depends not on things but on the use we make of things. Everything potent, from human love to atomic energy, is dangerous; it produces ill about as readily as good; it becomes good only through the control, the discipline, the wisdom with which we use it. Much of this control is social, a thing which laws and institutions and uniforms enforce, but much of the time it must be personal, and I do not see how we can evade the obligation to take full responsibility for what we individually do. Our reward for self-control and the acceptance of private responsibility is not necessarily money or power. Self-respect and the respect of others is quite enough. I shall certainly never do as much with my life as I want to, and I shall sometimes fail miserably to live up to my conscience, whose word I do not distrust even when I cannot obey it. But I am terribly glad to be alive; and when I have wit enough to think about it, terribly proud to be a man and an American with all the rights and privileges that those words connote; and most of all I am humble before the responsibilities that are also mine. For no right comes without a responsibility, and being born luckier than most of the world’s millions, I am also born more obligated.”

So now you know the magic. It’s powerful and it’s the stuff of life. It’s humbling and it’s motivating and energizing. Now that we know, please join me in making our own magic for others. That’s the lesson. Thank you, John Sotherland, for showing us the way.

I wish you and Liz the best on your impending retirement. We will all miss Bicyclewise!  And may we heed John’s words – “BE EXCELLENT TO EACH OTHER!”  

 

 

Kindness in The Deluge

I almost always do our weekly grocery shopping at the stroke of 7 a.m. on Sunday mornings. The Main Street Market Piggly Wiggly opens at 7 and, at that time on a Sunday morning, is nearly devoid of customers, enabling me to complete shopping very efficiently. I usually have the groceries home and stored away by 8:30. This gives me a calming sense of satisfaction and completion (you all know I’m a “bit” obsessive/compulsive & weird” by many standards, but that could be a blog all on its own) and a great start for my day.  

Last Sunday – 8/10 – was typical. I pulled into the Pig lot at 7 and went through my list quickly and efficiently. At the check-out, I noticed it was raining; no, it was absolutely pouring. I thought I had heard something on the roof. The amount of rain coming down was incredible and it looked as though it would continue for some time.

Hmmm – how to get my groceries to the car? Clearly, I have been wet before, and while a “sweet” guy, it would be unlikely I would melt. So, as I’m pondering that in the front entry way, I was joined by two employees who had stepped to the windows to check on the rain. I know these two pretty well. We chatted about the volume of rain and how wet I would get retrieving my car or wheeling my groceries to it. But then the magic – they offered to go get my car and bring it up to the edge of the entrance.

I looked at them thinking they were kidding but, no, they were serious. I was tempted but declined (I was going right home and could change out of wet clothes, but they would be stuck working in wet clothes.) I ran to my car – drove up to the overhang where these two very caring individuals were waiting – and was flabbergasted as they flung open the rear hatch on my car and transferred my groceries from the shopping cart.

Needless to say, I was impressed and grateful. Some would ask, “Why did they do this? That’s not their job.” Well, maybe it was that morning. Meeting and exceeding expectations is a basic tenant (or should be) of any custom service platform. They clearly did that. Customer service guru, Chip Bell, states it this way, “Customer service isn’t about satisfaction. It’s about dazzlement.” Let me tell you – I was “dazzled” big time.

Many would say, “That is an unrealistic expectation as a regular job duty/task.” I would agree. But these two Pig employees did know what their job was. They saw a customer service moment and seized it.

LINDA and COURTNEY, I thank you and I applaud you for your kindness and for dazzling my very rainy Sunday.

 

Munching Lunch - Thanks To A Bunch

I continue to be positively impressed by the incredible amount of caring for others that occurs here in this community that I love. While we often hear negativity and polarization there are many salient examples of exactly the opposite – networks of care and links of caring across the spectrum of our Milton.

For a great many of us, lunch time is a daily routine consisting of a bit of rest from our duties, something to eat, and a time to connect with friends and co-workers. Our biggest lunch decision may be what to pull out of the fridge and take in a bag to work, what drive-through to use today, or what selection to make at our café or restaurant. Lunch typically causes us few worries or concerns of any real significance.

But what if – there was little or no food in our fridge or cupboards and the paycheck would not arrive for several days, or other obligations had taken precedence thereby pushing food down the list? Lunch would become much more concerning and cause it to quickly become the focus of our worries, concerns, and stress.

You might ask, “Do we even have that kind of hunger issue in Milton?”.  The answer is a definitive yes. Twenty-five percent of the families in our school district are eligible for the State mandated free and reduced lunch program. That translates to 1 of every 4 students. This is a great program during the school year but that leaves questions about these same rising Red Hawks during the summer when there is no school 

Enter the Milton Summer Lunch Bunch. This “Bunch” is a group of volunteers who plan, organize, administer, and distribute free lunches during the summer. I expect that many are familiar with this program, but I also know that many are not.

This program has been around for a number of years and is currently operated as drive-through pick-up at a couple of locations. The Milton Summer Lunch Bunch doesn’t just happen. It is the result of many caring people volunteering their time, energy, and their hearts to feed others. I am sure you can imagine the many moving pieces, and administrative tasks required to make this program a success. They don’t agonize about loving their neighbor – rather, they simply behave in ways that show they do. They have stepped-up in kindness rather than being frozen in apathy.

The food for this program doesn’t simply materialize. It comes from many, many generous individuals, businesses, and other entities. Some are able to provide food, some time and volunteers, some supplies, and some financial support.

In addition to providing food, Summer Lunch Bunch also provides soul nourishment by creating a sense of belonging and inclusiveness spanning boundaries for all participants.

Your time and/or financial contributions are welcome. Thank you to all who make this program part of the very fabric of our great community.

After all, WE ARE MILTON

 

 

Is Hometown Ace Really The Place?

Sue and I have lived in our beloved home in the Milton College Historic Neighborhood for 48 years. I used to think that people who have lived in their homes for that long were really “old”, but my filter on that has changed. The house was built in the 30’s and we are only the second owner.

A house this old does present some challenges from time to time. Most recently, I would hear very funny noises in the water system after the softener had recharged. This included having significant amounts of water sprayed about in the basement. I was baffled by this at first (not mechanical or intuitive about mechanical things) but soon discovered that the tubing carrying the discharge from the water softener to the drain had worn out and had holes.

So, I headed to Hometown Ace to purchase what I was pretty sure I needed to correct this issue. I was confident it would be a quick in and out so stopped one morning before I headed off to work. Janet greeted me immediately and asked some very good questions to help me explain my situation so that she could best assist me.   It turned out not to be as simple as I thought and it was going to take some time to find the correct tubing, etc. I needed to leave for work so I told Janet that this was not an emergency, and I could come back that afternoon when my work shift was done.

After a couple hours at work, I received a voice mail from Janet explaining that everything I needed was ready for me and I could pick it up at my convenience at the service desk. To say the least, I was impressed. I know it took time and extra effort to fulfill my needs.

I stopped by later that day, presented myself at the service desk, and was handed my “stuff” by Sheila who also asked about other items I might need to complete this project. She then helped me find them.

My point here – would this have happened in Janesville or Madison? Maybe, maybe not. Would a Janesville business have spent the extra time and effort to find what I needed, cut the material to order, called me when it was ready, and then have it available at the service desk? Maybe, maybe not. Had I driven to Janesville or Madison and not been able to have my needs met and then have to make a return trip, I would not have been happy.

I find that 99% of my shopping needs can be fulfilled right here in our phenomenal city. I can think of no reason to go elsewhere. Some would reply that things cost more in Milton. Maybe a bit in some cases, but my time is valuable to me, so shopping locally helps me save time. I also save gasoline costs. Additionally, our local businesses are all extremely generous and supportive of so many activities both in the schools and the community at large.

Some would say that Janet and Sheila were just doing their jobs on that day they helped me. Maybe so, but they were doing their jobs in such outstanding ways. They didn’t just meet my expectations, they exceeded them.

Thank you, Janet and Sheila. And Delaney, thank you for creating this great customer service culture filled very effectively by these two and all your other staff members. I have never had a less than positive experience at Hometown Ace. Is it really the place? Absolutely!

#cruzan4milton#wearemilton

"Magic" Maker at the Middle School

“Magic” Maker at the Milton School

I don’t know about you but, if I am not careful, I find it so easy to slip into the doleful view of the world by which we are constantly bombarded in what we choose to listen to, watch, and read. While I don’t believe we should minimize the problems which our world presents, “magic” does indeed exist and, if we are intentional in looking for it, it is often much closer than we realize. In fact, I found it alive and thriving right at Milton Middle School.

One of my gigs of the past few months has been working as an AVID Tutor for 7^th and 8^th grade Rising Red Hawks. I have always known that Milton has outstanding teachers, administrators, and staff members at all our schools, but being in one of our buildings for a couple of hours two days a week has cemented this notion. While the “magic” exists in a variety of ways, I feel compelled to spotlight a salient example.

My routine at the Middle School starts soon after 7 a.m. I enter the side door from the parking lot and head toward the main lobby. I am barely started down the corridor when a robust greeting from the main lobby is called out to me from the generator of the “magic”.  I arrive in the lobby about the time the students are permitted to enter. The “magic” maker checks his watch and then flings open the doors and warmly bids the students to come in. It then becomes pretty much like rush hour at Grand Central Station for several minutes as they enter. The “magic” maker is in constant motion while enthusiastically greeting and welcoming students. With the recent snow and wet, he often has a mop which he employs vigorously trying to keep up with all that is tracked in, while also reminding students to stomp and wipe their feet as well as to be careful because the floor is slippery. All of this is completed in a directive but kind manner which exudes this “magic” maker’s caring for these kids.

As I have observed him, I don’t think he ever stops moving. If he is asked to unlock a door or fetch a piece of equipment, he runs. His positive energy is infectious and many of us pick it up from him. He’s a go-to guy who demonstrates positive, enthusiastic energy for anything asked of him.

While I doubt very much you would find the behaviors and values I have described above in his official job description, this “magic” maker clearly knows what his job is.

He role models enthusiastic work ethic, positive regard for those with whom he comes in contact, and he exudes caring and concern. What a great first morning contact for “our” kids. He inspired me to join him in that morning lobby and I found that supposedly elusive magic right there, right in front of me, waiting for me to step-up.

Head Custodian, Shawn Duhr, you are a true educator, positive role model, a community builder, and a “magic” maker for the students and staff of Milton Middle School. I admire you and I am inspired by you. Thank you so much!

“Polite – Prepared – Productive - Safe”